IT Service Delivery and Support Advisor

1 week ago


Pontypridd, United Kingdom University of South Wales Full time

**IT Service Delivery and Support Advisor**:
Job description

The USW IT Service Desk are a customer focused team with a commitment to providing a first-class user experience that meets the university’s user community (comprising student, staff and guests) needs.

The Service Desk Team provide an effective, efficient and user centric IT service delivery incorporating all digital services and products within the IT Services portfolio and accessed through a variety of routes (telephone, online, face-to-face, and remote support), based across all campuses of USW. This role is pivotal in transforming user engagement with technology and digital literacies by not only resolving queries to ease and improve use, providing guidance and support for the various systems, software and hardware in place at USW, but also improving service performance through pro-active management of the portfolio.

This role will support the Service Operations Team Leader to implement improvements to service delivery and process in support of the wider departmental service maturity, in line with recognised frameworks and operating models. E.g. SDI (Service Desk Institute), ITIL (IT infrastructure library) and ITSM (IT Service Management).



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